Subtracting the percentage of Promoters from the percentage of Detractors give you the Net Promoter Score:

53% – 27% = 26

You’ll notice that the score is positive. This isn’t always the case. Net Promoter Scores can range from -100 to 100, depending on the scores and their distribution.

Why the Net Promoter Score matters

The NPS is the world’s leading metric for measuring customer loyalty and satisfaction. Here are three reasons why you should adopt it:

You can easily collect scores at scale. By asking customers the Net Promoter question, you can receive feedback from a large share of your customer base, quickly.

You can track the score over time. Is your score going up or down? Understanding its trajectory and what influences it can help your organization focus on the areas that matter most to your customers.

It helps you identify and focus on initiatives that drive customer retention and growth. When customers are successful, so are you. For example, Gartner discovered that 80% of an organization’s future revenue growth comes from only 20% of current customers.

We have other calculators, too! Check out our A/B testing calculator to see if your results are statistically significant.

What’s a good Net Promoter Score?

A “good” score is hard to pin down.

Unfortunately, there isn’t a one-size-fits-all answer. Scores can vary dramatically, depending on factors like industry and company size. This means you’ll want to benchmark your score against competitors to truly know where you stand.

SurveyMonkey Benchmarks can help you do just that. When you use SurveyMonkey to ask an NPS question, we not only perform the Net Promoter Score calculation automatically, but also allow you to compare your score to other companies in your size and industry.

Stay curious about your score

Businesses that use the Net Promoter Score are more likely to be successful. When we surveyed approximately 600 businesses, we found that more than 80% of those who use the score view themselves as either very or extremely successful. And roughly a third who use it estimate annual growth rates of greater than 10%, on average, per year.